Initial Business Response / [redacted] (1000, 6, 2016/08/30) */ Contact Name and Title: Ray C***, Ombudsman Contact Phone: [redacted] Contact Email: [redacted] @dixiesales.com I am responding to the complaint concerning [redacted] Trimmer [redacted] , ref inv [redacted] As described the issue is difficulty with reloading the trimmer head with lineThe process is not difficult once you know the proper processThere are local dealers in the area that are also [redacted] service centers that can assist with the issueBy zip code the nearest dealers are [redacted] and [redacted] , [redacted] in [redacted] and [redacted] Any of these dealers should be able to provide instruction on the proper loading of the head for future useThe unit has already been shipped back, ref inv [redacted] Resolving the issue with instruction seems to be the best way to resolveAlso to note is that there is a note on the web site that whole goods are non-returnableWe do not sell any used products at all and even if a unit or part has had any fuel in it there is a zero return policyThis is not to push the policy as we would rather the issue we resolved utilizing the service dealer network for repairs and assistance, something they are in place for Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I called regarding the return (per instructions online), no one told me there was a no return policyThe number I called stated I could return the itemAlso, if a person has to take a new product to a dealer to receive training on threading the line, seems to me it is an inferior product to start withI also had neighbors try to thread the line and they (men) could not figure it out, so it was not because I am female Final Business Response / [redacted] (4000, 10, 2016/09/01) */ I attempted to upload screen shots of the returns policy from the [redacted] web site directly to the response with no successThe attachment shows first the [redacted] siteFor the returns policy it is under Customer ServiceUnder the FAQ #9, Can I return a product, click hereThis opens the complete returns policy and under Please Note the List of Items Below That Are Non-Returnable: the second line excludes the return of Whole goods and attachments Thank you Final Consumer Response / [redacted] (4200, 12, 2016/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their resolution but understand that is all I will get from them so no further action necessaryThey certainly wasted no time in sending the trimmer backThank you for your assistance
Initial Business Response /* (1000, 11, 2015/11/20) */
I sent an e-mail message to Mr*** on 11-16-AT 10:43am seeking additional information pertaining to the part orderedMr*** responded promptly and provided information to allow me to locate the orderThe part is on a
factory backorder and the due date from the manufacturer has changed several timesIt was explained that we are the parts distributor but not the producer of the product or the parts however due to the time involved we will ask the manufacturer to replace the complete XXXXX PolesawMr*** and I have exchanged a couple of e-mails and at this point I am waiting on the final information needed to obtain the replacement for himInformation needed for this is the serial number of the unit, the date of purchase and location the unit was purchased at along with Mr***'s phone numberOnce received we will submit the replacement request and once received back supply confirmation to Mr*** on the replacement unit shipping which normally takes between one and two weeks with the replacement unit coming direct from the manufacturerNo charges have been place on the customers credit card however as with any credit card purchase whether it be at a gas station or for a meal once the initial order is placed the credit card companies automatically put a hold on a set amount of funds (credit line)I have canceled the initial order due to the backorder and the hold on funds should come off the card
Initial Consumer Rebuttal /* (2000, 13, 2015/11/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has addressed the issue to the best of their abilityThey have offered to replace the unitHowever, the replacement will still not be available until January of I am giving them the benefit of doubt that this item will be replaced in JanuaryI am worried it will continue to be pushed back due to the previous issue this complaint was originally filed for
Initial Business Response /* (1000, 5, 2015/12/08) */
After reviewing all information the correct parts have been shipped to Mr*** at no charge on invoice XXXXXXXXThe parts should arrive within the next to daysA personal note has also been sent to Mr*** confirming this
shipment along with an apology for the poor service and also to ask for additional information pertaining to whom he spoke with including asking for the phone number he called from to allow us to trace the calls to review the handling with specific CSRs
Initial Consumer Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/05/10) */
Contact Name and Title: Ray C[redacted]. Ombudsman/MGR
Contact Phone: [redacted]
Contact Email: [redacted]@dixiesales.com
Mr. [redacted] was contacted for additional information to identify the invoice and product. Research revealed the original...
invoice [redacted] shipped 4-20-16 had a shortage of parts. Mr. [redacted] contacted us concerning the shortage on 4-25-16 (twice by phone, once via e-mail) to report the shortage. The part was reshipped on 4-26-16 on invoice [redacted]. Apparently the replacement order has not arrived so a third shipment was mailed today May 10th to cover the shortage. I have also sent a personal e-mail to Mr. [redacted] to note that a third shipment has been sent along with my direct contact information should any further issues arise.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They worked diligently to get me the correct part that I ordered.
Initial Business Response /* (1000, 6, 2016/08/30) */
Contact Name and Title: Ray C[redacted], Ombudsman
Contact Phone: [redacted]
Contact Email: [redacted]@dixiesales.com
I am responding to the complaint concerning [redacted] Trimmer [redacted], ref inv [redacted]. As described the issue is difficulty with...
reloading the trimmer head with line. The process is not difficult once you know the proper process. There are local dealers in the area that are also [redacted] service centers that can assist with the issue. By zip code the nearest dealers are [redacted] and [redacted] in [redacted] and [redacted]. Any of these dealers should be able to provide instruction on the proper loading of the head for future use. The unit has already been shipped back, ref inv [redacted]. Resolving the issue with instruction seems to be the best way to resolve. Also to note is that there is a note on the web site that whole goods are non-returnable. We do not sell any used products at all and even if a unit or part has had any fuel in it there is a zero return policy. This is not to push the policy as we would rather the issue we resolved utilizing the service dealer network for repairs and assistance, something they are in place for.
Initial Consumer Rebuttal /* (3000, 8, 2016/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called regarding the return (per instructions online), no one told me there was a no return policy. The number I called stated I could return the item. Also, if a person has to take a new product to a dealer to receive training on threading the line, seems to me it is an inferior product to start with. I also had neighbors try to thread the line and they (men) could not figure it out, so it was not because I am female.
Final Business Response /* (4000, 10, 2016/09/01) */
I attempted to upload screen shots of the returns policy from the [redacted] web site directly to the response with no success. The attachment shows first the [redacted] site. For the returns policy it is under Customer Service. Under the FAQ #9, Can I return a product, click here. This opens the complete returns policy and under Please Note the List of Items Below That Are Non-Returnable: the second line excludes the return of Whole goods and attachments.
Thank you.
Final Consumer Response /* (4200, 12, 2016/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their resolution but understand that is all I will get from them so no further action necessary. They certainly wasted no time in sending the trimmer back. Thank you for your assistance.
Initial Business Response /* (1000, 5, 2016/06/10) */
Contact Name and Title: Ray C[redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@dixiesales.com
I have e-mailed Mr. [redacted] a note asking for the details of the issue including part needed, model and serial number of the unit in an attempt...
to find the solution. The e-mail was send at 9:15AM on 6-10-16. Once I am able to obtain the information needed I will work to take care of the issue.
Initial Business Response /* (1000, 5, 2016/12/02) */
I contacted [redacted] to obtain the invoice number of the incorrect order. The information was verified concerning that the incorrect part was shipped ( apparently a mismarked part). A full credit, memo [redacted]1 for $159.21 was been issued...
to the credit card [redacted] used for the original purchase. Also an offer to assist as needed to find the correct part has been extended to [redacted]. I also have e-mailed [redacted] the information presented here.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Matter was resolved and a refund was issued. Thanks Revdex.com for your help.
Initial Business Response / [redacted] (1000, 6, 2016/08/30) */ Contact Name and Title: Ray C***, Ombudsman Contact Phone: [redacted] Contact Email: [redacted] @dixiesales.com I am responding to the complaint concerning [redacted] Trimmer [redacted] , ref inv [redacted] As described the issue is difficulty with reloading the trimmer head with lineThe process is not difficult once you know the proper processThere are local dealers in the area that are also [redacted] service centers that can assist with the issueBy zip code the nearest dealers are [redacted] and [redacted] , [redacted] in [redacted] and [redacted] Any of these dealers should be able to provide instruction on the proper loading of the head for future useThe unit has already been shipped back, ref inv [redacted] Resolving the issue with instruction seems to be the best way to resolveAlso to note is that there is a note on the web site that whole goods are non-returnableWe do not sell any used products at all and even if a unit or part has had any fuel in it there is a zero return policyThis is not to push the policy as we would rather the issue we resolved utilizing the service dealer network for repairs and assistance, something they are in place for Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I called regarding the return (per instructions online), no one told me there was a no return policyThe number I called stated I could return the itemAlso, if a person has to take a new product to a dealer to receive training on threading the line, seems to me it is an inferior product to start withI also had neighbors try to thread the line and they (men) could not figure it out, so it was not because I am female Final Business Response / [redacted] (4000, 10, 2016/09/01) */ I attempted to upload screen shots of the returns policy from the [redacted] web site directly to the response with no successThe attachment shows first the [redacted] siteFor the returns policy it is under Customer ServiceUnder the FAQ #9, Can I return a product, click hereThis opens the complete returns policy and under Please Note the List of Items Below That Are Non-Returnable: the second line excludes the return of Whole goods and attachments Thank you Final Consumer Response / [redacted] (4200, 12, 2016/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their resolution but understand that is all I will get from them so no further action necessaryThey certainly wasted no time in sending the trimmer backThank you for your assistance
Initial Business Response /* (1000, 11, 2015/11/20) */
I sent an e-mail message to Mr*** on 11-16-AT 10:43am seeking additional information pertaining to the part orderedMr*** responded promptly and provided information to allow me to locate the orderThe part is on a
factory backorder and the due date from the manufacturer has changed several timesIt was explained that we are the parts distributor but not the producer of the product or the parts however due to the time involved we will ask the manufacturer to replace the complete XXXXX PolesawMr*** and I have exchanged a couple of e-mails and at this point I am waiting on the final information needed to obtain the replacement for himInformation needed for this is the serial number of the unit, the date of purchase and location the unit was purchased at along with Mr***'s phone numberOnce received we will submit the replacement request and once received back supply confirmation to Mr*** on the replacement unit shipping which normally takes between one and two weeks with the replacement unit coming direct from the manufacturerNo charges have been place on the customers credit card however as with any credit card purchase whether it be at a gas station or for a meal once the initial order is placed the credit card companies automatically put a hold on a set amount of funds (credit line)I have canceled the initial order due to the backorder and the hold on funds should come off the card
Initial Consumer Rebuttal /* (2000, 13, 2015/11/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has addressed the issue to the best of their abilityThey have offered to replace the unitHowever, the replacement will still not be available until January of I am giving them the benefit of doubt that this item will be replaced in JanuaryI am worried it will continue to be pushed back due to the previous issue this complaint was originally filed for
Initial Business Response /* (1000, 5, 2015/12/08) */
After reviewing all information the correct parts have been shipped to Mr*** at no charge on invoice XXXXXXXXThe parts should arrive within the next to daysA personal note has also been sent to Mr*** confirming this
shipment along with an apology for the poor service and also to ask for additional information pertaining to whom he spoke with including asking for the phone number he called from to allow us to trace the calls to review the handling with specific CSRs
Initial Consumer Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/05/10) */
Contact Name and Title: Ray C[redacted]. Ombudsman/MGR
Contact Phone: [redacted]
Contact Email: [redacted]@dixiesales.com
Mr. [redacted] was contacted for additional information to identify the invoice and product. Research revealed the original...
invoice [redacted] shipped 4-20-16 had a shortage of parts. Mr. [redacted] contacted us concerning the shortage on 4-25-16 (twice by phone, once via e-mail) to report the shortage. The part was reshipped on 4-26-16 on invoice [redacted]. Apparently the replacement order has not arrived so a third shipment was mailed today May 10th to cover the shortage. I have also sent a personal e-mail to Mr. [redacted] to note that a third shipment has been sent along with my direct contact information should any further issues arise.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They worked diligently to get me the correct part that I ordered.
Initial Business Response /* (1000, 6, 2016/08/30) */
Contact Name and Title: Ray C[redacted], Ombudsman
Contact Phone: [redacted]
Contact Email: [redacted]@dixiesales.com
I am responding to the complaint concerning [redacted] Trimmer [redacted], ref inv [redacted]. As described the issue is difficulty with...
reloading the trimmer head with line. The process is not difficult once you know the proper process. There are local dealers in the area that are also [redacted] service centers that can assist with the issue. By zip code the nearest dealers are [redacted] and [redacted] in [redacted] and [redacted]. Any of these dealers should be able to provide instruction on the proper loading of the head for future use. The unit has already been shipped back, ref inv [redacted]. Resolving the issue with instruction seems to be the best way to resolve. Also to note is that there is a note on the web site that whole goods are non-returnable. We do not sell any used products at all and even if a unit or part has had any fuel in it there is a zero return policy. This is not to push the policy as we would rather the issue we resolved utilizing the service dealer network for repairs and assistance, something they are in place for.
Initial Consumer Rebuttal /* (3000, 8, 2016/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called regarding the return (per instructions online), no one told me there was a no return policy. The number I called stated I could return the item. Also, if a person has to take a new product to a dealer to receive training on threading the line, seems to me it is an inferior product to start with. I also had neighbors try to thread the line and they (men) could not figure it out, so it was not because I am female.
Final Business Response /* (4000, 10, 2016/09/01) */
I attempted to upload screen shots of the returns policy from the [redacted] web site directly to the response with no success. The attachment shows first the [redacted] site. For the returns policy it is under Customer Service. Under the FAQ #9, Can I return a product, click here. This opens the complete returns policy and under Please Note the List of Items Below That Are Non-Returnable: the second line excludes the return of Whole goods and attachments.
Thank you.
Final Consumer Response /* (4200, 12, 2016/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their resolution but understand that is all I will get from them so no further action necessary. They certainly wasted no time in sending the trimmer back. Thank you for your assistance.
Initial Business Response /* (1000, 5, 2016/06/10) */
Contact Name and Title: Ray C[redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@dixiesales.com
I have e-mailed Mr. [redacted] a note asking for the details of the issue including part needed, model and serial number of the unit in an attempt...
to find the solution. The e-mail was send at 9:15AM on 6-10-16. Once I am able to obtain the information needed I will work to take care of the issue.
Initial Business Response /* (1000, 5, 2016/12/02) */
I contacted [redacted] to obtain the invoice number of the incorrect order. The information was verified concerning that the incorrect part was shipped ( apparently a mismarked part). A full credit, memo [redacted]1 for $159.21 was been issued...
to the credit card [redacted] used for the original purchase. Also an offer to assist as needed to find the correct part has been extended to [redacted]. I also have e-mailed [redacted] the information presented here.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Matter was resolved and a refund was issued. Thanks Revdex.com for your help.